Call someone back (Call again)
Call a caller back from the call itself: your own phone connected through your organisation's line, or your line's AI agent calling them.
Where to find it
Calls › AI call history › a call › Call again (also in Inquiries, Call history and Tickets)
Open this screenSteps
- Open the call (in AI call history, Call history, Inquiries or a ticket) and press “Call again” (in a ticket: “Call back”).
- Check “Who to call”: the number that will be rung.
- Choose a way: “Connect my phone to them” (your phone rings first, then theirs) or “Have the AI agent call them back”. Press “Choose”. A way that cannot be used now shows why instead.
- Confirm with “Call now”, or go “Back”.
- The result (“Placed”, “Not placed” or “Failed”) is added to the conversation under “Called again”.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Connect my phone to them | Rings your own phone (your extension) first through your organisation's line, then the caller. | — |
| Have the AI agent call them back | The line's AI agent calls with its knowledge base and instructions and says it is calling them back. | — |
Troubleshooting
“The caller’s number was withheld, so there is no number to call.”
The caller hid their number; there is nothing to ring back.
“This call was not on one of your phone lines, so its AI agent cannot call back.”
Only calls on your own lines have an AI agent to call back with. Use your own phone instead.
“There is no phone of yours to ring first.”
Turn on the browser phone, or ask an admin to set your phone number (extension) on the Team page.
“Only an owner, admin or manager can have the AI agent place calls.”
Ask one of them, or call back with your own phone.
It says the contact is on a do-not-call list, or it is outside calling hours.
Every calling rule applies: do-not-call and opt-outs, calling hours and holidays, and the number check. The note says what to change and who can.
Tips
- In Easy mode's call history, “Call back” on a card dials from the phone you are using (a tel: link) instead.
Good to know
- A call is placed only when your phone service is connected; the attempt is logged either way.
Related how-tos
- Read the whole conversation of a call See everything the caller and your AI agent said on a call, in order, with times, so you have the full context before you act.
- See who called and call back Find the calls you missed, call the person back and mark each call handled when it is dealt with.
- Handle a caller who asked for a person Take a request, assign it, note it, call the person back and resolve it, all from the request's details.
- Do-not-call & rules Keep the numbers that must never be called, see what the calling rules refused, check a number and its consent, and block unwanted callers.
- Dialer Call a contact or any number: from this browser, by ringing your own phone first, or by having your AI agent place the call.